Role & responsibilities

Users and devices

- Support Windows and macOS laptops, desktops, mobile devices and peripherals.

- Install, configure, update and troubleshoot operating systems and software.

- Set up, rebuild, repair and track devices from purchase to disposal.

- Support remote and office users across time zones.

Service desk

- Own assigned tickets from logging to closure within agreed service levels.

- Find root causes and turn recurring issues into lasting fixes.

- Escalate clearly, with diagnostic evidence and actions recorded.

- Keep users informed until the issue is resolved.

Access and employee lifecycle

- Complete approved account and access changes for joiners, movers and leavers across business systems.

- Complete requests on time and maintain an audit trail.

- Recover company devices and data when employees leave.

- Support periodic access reviews and complete agreed remediation actions.

Applications

- Administer business and SaaS applications, including users, licences, settings, integrations and vendor support.

- Onboard new applications and retire old applications through the approved change process.

Endpoint and security operations

- Operate patching, software deployment and endpoint-management processes.

- Carry out approved Microsoft 365 user, licence and device administration.

- Support security, network-access and encryption controls on managed devices.

- Follow and help improve security and compliance procedures.

Service improvement





- Turn recurring issues into fixes, knowledge articles or self-service requests.

- Keep support knowledge accurate and current.

- Support and guide junior team members and interns where assigned.

- Contribute to related end-user computing, identity, access and application-support work as priorities evolve.

Deliverables

- Assigned tickets resolved within agreed service levels, with transparent records.

- Joiner, mover and leaver requests completed on time, with a complete audit trail.

- Device and application records kept accurate and current.

- Patching and software updates maintained across managed devices.

- Recurring issues reduced through fixes, documentation and self-service.

- Knowledge articles available for common requests and incidents.

Preferred candidate profile

Must have

- At least seven years of end-user support experience across Windows and macOS.

- Hands-on Microsoft 365 user, licence and device administration.

- Experience administering several SaaS applications, including access and licences.

- Experience with service-management and endpoint-management tools such as Jira Service Management, ManageEngine or Intune.

- Experience working in a regulated industry.

- Scripting experience for operational automation, such as PowerShell or Bash.

- Clear written and verbal communication, including with non-technical users.

- Strong ownership and follow-through.

📌 EUC Operations Engineer (Chennai)
🏢 Global Analytics
📍 Chennai